Key Relationship Manager

Key Responsibilities

Patient Inquiry & Conversion

• Attend to all incoming inquiries related to Home Dialysis services received via phone, email, digital platforms, or referrals.

• Understand patient requirements and explain home dialysis treatment options, process, and package pricing clearly and empathetically.

• Address patient and caregiver queries, expectations, and concerns to facilitate informed decision-making.

• Follow up with prospective patients and convert inquiries into confirmed cases.

Coordination & Onboarding

• Upon patient confirmation, coordinate site visits and feasibility assessments by the technical/clinical team.

• Act as a liaison between patients, caregivers, technicians, clinical teams, and internal stakeholders to ensure smooth onboarding.

• Ensure proper documentation and coordination during the initiation of home dialysis services.

Patient Relationship Management

• Build and maintain strong, long-term relationships with home dialysis patients and their families.

• Provide continuous engagement and support to enhance patient satisfaction and trust.

• Handle grievances or concerns proactively and coordinate resolutions with internal teams.

Feedback & Service Quality

• Regularly seek patient feedback on services, staff, and treatment experience.

• Share insights and feedback with management to improve service quality and patient experience.

Patient Visits

• Conduct patient visits once every six months to strengthen relationships, gather direct feedback, and assess overall satisfaction.

• Maintain visit records and submit visit reports to management.

Reporting

• Maintain accurate records of inquiries, conversions, patient interactions, and follow-ups.

• Prepare periodic reports on inquiry volumes, conversions, patient feedback, and relationship management activities.

Desired Skills & Competencies

• Strong communication and interpersonal skills

• Empathy and patient-centric mindset

• Experience in client servicing / relationship management

• Ability to explain medical services and pricing in a simple, reassuring manner

• Strong coordination and follow-up skills

• Professional appearance and demeanour suitable for hospital and home visits

• Basic proficiency in MS Office / CRM systems

Educational Qualification

• Graduate in any discipline

• Degree/Diploma in Healthcare Management, Hospital Administration, or related field will be an added advantage

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 5 years of experience.